Extremely Frustrated and Disappointed with Hollard Life Service

I have never been this disappointed in a service I’ve trusted for almost 10 years. Hollard Life has shown an unacceptable level of incompetence and poor customer service.

Recently, I made two manual EFT payments towards my policy, as advised by the call centre. I was specifically told that if I paid via EFT, no debit order would be processed. Despite this, two debit orders were still taken from my account — resulting in double debits. When I called to query this, I was told there was “no record of payment.” To try and resolve the matter, I made another payment on the 28th of March, yet even now, that payment still has not been allocated to my policy.

I have called the call centre five times. Every time, I get a different story. Some agents say allocation takes 7 days, others say 14. The last agent I spoke to was even defensive and unhelpful, dismissing what the others had told me. I also sent an email on the 5th of April and have yet to receive a single response — not even an acknowledgement or update. It’s now nearing the end of the month.

To prevent my policy from lapsing, I had to allow two debit orders to go through in addition to the manual payments I had already made. This is unacceptable, especially from a company I’ve been loyal to for nearly a decade.

I expect an immediate resolution and proper communication regarding the allocation of my funds and an explanation as to how this was allowed to happen.